CIS 25 Crossword Puzzle Module 14

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Across
  1. 3. contract between a customer and a service provider
  2. 5. Initial actions to secure and preserve evidence
  3. 7. call your customer by his or her name
  4. 9. when you are speaking with a customer on the phone
  5. 10. any data that could potentially identify a specific individual
  6. 11. Let the customer know that you understand the problem
  7. 13. step-by-step instructions to guide employees
  8. 15. questions should focus on obtaining specific information
  9. 17. after services are rendered to verify their satisfaction
  10. 18. After you have listened to the customer explain the whole problem
  11. 21. policies that describe how technology is to be used within the organization
  12. 22. Allow the customer to tell the whole story
  13. 25. create a one-to-one connection
  14. 26. Specialized language used by a specific group
  15. 27. A document detailing an unexpected event
  16. 28. to automate processes and tasks on various operating systems
  17. 30. It's as much about communication as repair
  18. 31. work exclusively over the phone with customers
  19. 32. main way of communicating processes and procedures
Down
  1. 1. what must be done to restore services in the event of an outage
  2. 2. identifies the equipment with a unique serial number, barcode, QR code
  3. 4. technician should not
  4. 6. contract that outlines the legal use, or redistribution, of that software
  5. 8. anger-filled, accusatory emails
  6. 12. Analyzing digital evidence to investigate cybercrimes
  7. 14. protects credit card information
  8. 16. Online etiquette for respectful digital communication
  9. 19. determine your customer's level of knowledge
  10. 20. off-boarding process
  11. 23. Process for guiding organizational change effectively
  12. 24. Regulation protecting EU data privacy rights
  13. 29. U.S. law protecting health data privacy